$100 Rouge Reward Issue and Website issue

[JasmineV22]

I am wildly frustrated as this is now the FIFTH time I am trying to post this comment but there has been either an authentication error or a Flooding Detected Error and NOW it says "Uh oh maintenance in progress". This is what I'm seeing after losing my $100 Rouge Reward redemption because I simply could not check out. I put the reward in my basket as soon as it dropped but then kept cycling through 2 errors: CVV error or Split Payment error. I then tried it on THREE browsers and the App and got the same error over and over again. I have my payment method attached to my account and confirmed the CVV. I then even tried to use Paypal to complete the order and nothing....just refreshed the current screen. 

When I contacted Customer Service about the issue first via chat and then the phone I was told to do the same troubleshooting I had already performed and then to try again next week. No recourse, nothing to rectify the situation, no notes on the account. Now, of course, the reward is gone and I'm left sitting here twiddling my thumbs with no solution. So, I decided to search the issue and apparently this has been a KNOWN website issue for months now with seemingly no resolution. Customer service told me they didn't note any issues with the website which is, somehow, now conveniently down for maintenance at a peak time....as websites with no known issues are known to do, right? What is the point of banking these points in a loyalty system if you are never allowed to redeem them? Why keep my business with a company that not only prevents you from using your points but then does nothing to rectify the problem presented over and over and tells you to just go on your way and hope for the best next time? And to add insult to injury if you try to post on the website you are blocked?? This is absurd to the people that spend thousands with you every year and it's enough for me to take my business elsewhere if it is not resolved. This is not ok.

App ErrorApp ErrorMicrosoft Edge ErrorChrome Error

[noushin]

I have been facing the same issue for the last one week. It doesn't let me checkout asking for either cvv or to remove the rouge reward from the cart. I don't know why they don't fix it. It almost feels like as if they don't care about customers. This is our earned points but they don't even let us spend that either. That's why, I like Ulta's point system way better. It just automatically accumulates and I can spend it anytime I want. 

[StephR84]

THEY DONT CARE at all!!!  Same issue here.  Would not let me check out using the reward.  The reward now expired and after talking to multiple agents was told ‘nothing we can do, it’s policy, you had 90 days’ Even though the system prevented me from being able to use it.  Total BS!!  I, like many of you, spend $1000’s per year here and the service is garbage.  Hell, they would not even give me 500 points for the inconvenience.  Atrocious customer service.  SEPHORA you should be ASHAMED for treating your customers like this!!

[LaurieBT]

Hi @JasmineV22 

I'm sorry to see this! I'll send you a message shortly.

Warm regards,

Laurie

[JasmineV22]

Thanks Laurie. I got your message and replied. I'd love to also be able to provide the community an update on this resolution if we can find one once my feedback is passed along to the technical team as you advised. As other Rouge customers seem to have experienced the same issue I think they might appreciate a post that gives information on the resolution and what they can do to be helped. I look forward to hearing what will be done once the technical team gets back to you.

[StephR84]

@JasmineV22  did they resolve this for you and give you your reward back??

[lindalj]

I’m confident they didn’t. Same issue and treatment over here.